Can’t access hosting configuration

  • Unknown's avatar
    fjhl1 · Member ·

    I migrated this site yesterday. I got a message from Jetpack saying it couldn’t back up the site. It’s asking me to enter SFTP credentials. I tried to go to the hosting configuration but it won’t load. I feel like something broke in the migration. Let me know if you need more information.

    WP.com: Unknown
    Jetpack: Yes
    Correct account: Yes

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    helper-heroponriki · Member ·

    Hi there:

    You’ve posted to the free support forums for sites hosted here at WordPress.com.

    Since it sounds like you’re having trouble with Jetpack Backup, you should reach out to their support team so they can troubleshoot the problem.

    I hope that helps!

  • Unknown's avatar
    fjhl1 · Member ·

    Hi,

    Thanks for the response.

    This is not a Jetpack issue, this is a hosting issue. I can’t access the hosting configuration page. The moment I click on it a lot of requests are triggered (I’m assuming it tries to reach the details in the backend, something fails, and it keeps retrying) which end up freezing the window.

  • Unknown's avatar
    helper-heroponriki · Member ·

    This is not a Jetpack issue, this is a hosting issue. I can’t access the hosting configuration page.

    Apologies for the confusion! When checking the site, it shows up as a site with a Jetpack Security plan, not a WordPress.com Business plan. If the site was hosted at WordPress.com, you wouldn’t need to purchase Jeptack as those features are included in Business.

    Looking at your domain, it looks like you are using WordPress.com nameservers.

    Before we sort out where you need to go to get help, when you say “I migrated this site yesterday.” can you clarify where you migrated from? Once we have that information, we’ll be better able to advise.

    Thanks!

  • Unknown's avatar
    fjhl1 · Member ·

    Yes, this was a self-hosted site. I created a support ticket and I was recommended https://wordpress.org/plugins/migrate-guru/, so I used it to migrate the site through SFTP. Then I sent another ticket to confirm that the migration was successful, and I was told it seemed good.

  • supernovia · Staff ·

    Thanks @fjhl1, we’ll help you get this sorted.

    Right now I see mathperceptionproject.ca was once connected through Jetpack on this account.

    Now it’s set up under a different WordPress.com account as a Business Plan.

    Are you able to log out and log back in with that other username, or using the email address that got the invoice?

    We’d want to have you do that, then reach out to support directly so we can make sure your accounts are properly connected. Once you’re logged into the other account, please reach out here:
    https://wordpress.com/help/contact

    The staff there will be able to help. We’ll give them a heads up of this case, too.

    And, if you’re struggling to log into the other account, please let us know.

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